Universal Credit

1. Universal Credit

2. Universal Credit Statistics up to 12th January 2017Since October 2013, it has progressively been rolled out to other areas. It is now available in all Jobcentre Plus offices to single claimants, and is being expanded across the country to include all claimant types via the Full Service (Digital Service)Main Findings: 960,000 people have made a claim for Universal Credit up to 12th January 2017.48,000 claims have been made in the last four weeks at an average of 12,000 per week. The rate at which people are claiming continues to increase as the roll out of Universal Credit Full Service continues. 680,000 of the people who have made a claim have, up to 12th January 2017, attended an initial interview, accepted their claimant commitment, and gone on to start Universal Credit. 38,000 starts to Universal Credit were made in the month up to 12th January 2017.450,000 people were on the Universal Credit caseload, as of 12th January 2017. Of these, 170,000 (43 per cent) were in employment and 280,000 (57 per cent) were not in employment. Stats Published – 15th February 2017 – Government Statistical Service

3. Universal Credit full service

4. Universal Credit: Making Work Pay • Universal Credit is the most significant change to the welfare state in many years: • At the heart of Universal Credit is a desire to see more people move closer to work, into work and earning more: reducing their dependency on benefits. • It will: increase labour market participation, reduce worklessness and increase in-work progression • Support people moving into work by aligning their experience of UC to the world of work • Modernise the delivery of welfare benefits by providing an easy to use simple service • Reduce fraud and error, improve administrative efficiency and provide value for money to the taxpayer • Provide an effective safety net that recognises the needs of claimants, reduces poverty and ensures fairness

5. Simplification of the Benefit System Current System Universal Credit One system – make one claim Clearer rules – I’ll know how much I’ll get Clearer rates – e.g., For people with limited Capabilitythere is only 2 elements for different levels of capability One organisation – DWP Clear, on-line application Can make changes on-line – impact is clear straight away Can be claimed by all those who need support – will impact on 7m recipients when rolled out Reduces significantly the red tape/ regulations Multiple benefits – potentially need to make more than one claim Different entitlement rules – am I entitled or not? Complex rates – ESA has 2 components with 2 additional premiums Different organisations – DWP, HMRC, local authorities – who do I go to? Fill in paper claim forms – many pages long Difficult to understand how changes will affect entitlement

6. What’s different about Universal Credit? PAID MONTHLY IN AND OUT OF WORK PAID DIRECTLY CLAIMANT COMMITMENT REQUIREMENTS IT’S ABOUT WORK IT’S LIKE WORK CLAIMANT COMMITMENT –LIKE A CONTRACT FULL TIME WORK SEARCH IT ENCOURAGES WORK EASY TRANSITION UC TO WORK (AND BACK) EARNINGS, NOT HOURS A SIMPLE TAPER SO BETTER OFF IN WORK

7. Universal Credit - it’s all about work Universal Credit aims to reward work. No 16 hour rule and no limits on the number of hours someone can work. The Universal Credit payment only reduces gradually as their take home pay increases so claimants won’t lose all their benefits at once if they are on a low income Universal Credit will encourage a new type of relationship with claimants. Work Coaches will help claimants to become more independent by supporting them in their worksearch activities. They will help claimants plan and focus their jobsearch as well as set them actions that give them the best chance of finding work Universal Credit aims to support jobseekers through the Claimant Commitment to raise their expectations of what they can achieve, and to encourage responsibility. Those who are fit and ready for work will be expected to look for a job on a full time basis dependent on circumstances Universal Credit claimants are expected to use Universal Jobmatch, an intelligent job matching service that helps employers to get the best fit for the jobs that they have on offer

8. UC Full Service Claimant Journey – Pictorial Representation Customer Touch Points I attend my interviews in the Jobcentre and take any evidence that has been requested. I accept the online Claimant Commitment (CC) within 7 days My UC statement is shown on my journal and tells me when I will get paid. I am also advised about my on-going responsibilities as agreed in my CC I receive a text message to remind me about my interviews at the Jobcentre I notify the UC Service Centre, via my journal if there is a change in my circumstances. I am asked to attend the Jobcentre I apply on-line. If I need help, I can call the Universal Credit Digital Service centre for assistance I get information or advice about how to claim Universal Credit (UC) I attend the Jobcentre and engage in work related activity I receive a notification to advise me that my Universal credit entitlement has changed or ceased I call the service centre to arrange an Initial Evidence & Claimant Commitment (CC) interview in the Jobcentre I arrange appointments to bring in additional evidence, or upload to my journal. UC Digital Service Centre Jobcentre Business Process UC Service Centre Claims Closure UC Digital Service Centre UC Digital Service Centre Jobcentre The SC works throughout the claimant’s assessment period (AP), to ensure that all outstanding to dos are completed. This means that all evidence has been verified, and that the UC claim can be assessed. Any additional information required , generates to do’s (tasks for the claimant to complete). Evidence is gathered and the Claimant Commitment (CC) is completed. Evidence is uploaded to the claim and to do’s are completed. The Service Centre (SC) arranges an Initial evidence and Claimant Commitment Interview and advises of evidence to provide. The claimant has to call the SC to do this, but if after 7 days, no appointment has been arranged, the claim will be cancelled The claimant may be asked to provide evidence, following their change in circs. At the end of the AP the claimant is notified of their new entitlement The claimant is invited to attend the Jobcentre to undertake specific work related activity as agreed in the CC. There is on-going interaction at the #jobcentre Claims to Universal Credit (UC) are made on-line. Assistance is available, via the Universal Credit Digital Service Centre. In exceptional circumstances, claims can be made by telephone or face to face. Claimant can also apply online at the Jobcentre

9. Claimant Commitment – Claimant Journey Claimant Claimant Work Coach Create Agree 3. My Work Plan 2. Claimant Commitment Sets out the claimant’s legal requirements Clear and simple statement of what the claimant must do to meet the actively seeking and available for work requirements in return for benefit Work 1. My Jobseekers Profile

10. Better off in work Universal Credit helps people be better off in work than on benefits by: • Simplifying work allowances from April 2016 • Higher £397 • Lower £192 • Removing the limit to the number of hours someone can work each week • Reducing a claimant’s Universal Credit payment gradually as their earnings increase, so they won’t lose all their benefits at once if they’re on a low income • Working families on Universal Credit can claim up to 85% of actual childcare costs up to a monthly cap from April 2016. This will equate to a maximum monthly amount of £646 for one child and £1,108 for two or more children

11. Full service and Live Service Full Service: Universal Credit full service is available to all types of claimants in certain areas of Great Britain. You will have an online Universal Credit account to manage your claim. You can use your account to report changes, send messages to your work coach and find support. Eventually all Universal Credit claims will be on the full service and you will have a Universal Credit online account. Live Service: Universal Credit live service is available to: •all single people across Great Britain, who are not in a full service area •couples and families with children who live in certain can claim Universal Credit You will manage your claim by phone. Live service claims will eventually move to the full service. Customer’s will be notified when this will happen and what they need to do at that time.

12. Live Service to full Service the claimant journey • When you become a full service area all Universal Credit Live Service claimants will start to switch onto the Full Service. The switching process is managed by Universal Credit, the claimant does not have to do anything until they are asked. • Claimants will be issued with an orientation letter explaining about the switching process prior to them having to switch their Universal Credit Claim. • They will be notified when they have to take action to switch either by their work coach or by a letter issued to them if they don’t attend the Jobcentre on a regular basis. • The action required from them is to complete their details on line via the full service, and then book and attend an identification interview in their jobcentre. This will ensure the most up-to-date evidence is held for the claimant. • Jobcentre staff will take all opportunities to explain to existing Universal Credit claimants about switching to the Full Service and support will be offered for those who require it. • If claimants do not comply with all the actions required to switch their Universal Credit Claim their payments will be suspended and subsequently their claim to Universal Credit terminated.

13. Claiming Universal Credit • When you make your claim you’ll be asked for your postcode and then be directed to the right service for you to complete your claim online. • In both services you will always have access to a work coach who can help you with things like: • •finding work • •increasing the hours you work • •getting more prepared for when you are able to work by learning new work skills or life skills • Helping you to improve your income is central to the Universal Credit service.

14. Contacting Universal Credit • How you report changes affecting your Universal Credit claim, such as changing address or adding a child to your claim, will depend on which service you use. • Full service areas • Use your Universal Credit online account to report changes by answering the questions on screen. The online service will also explain how to report changes you cannot report online at the moment. • Live service areas • Call the Universal Credit service centre to report changes: • Telephone: 0345 600 0723 • Textphone: 0345 600 0743 • Monday to Friday, 8am to 6pm • If customers need further help, face to face and telephone support is available until the customer gets access to the internet. • Jobcentres have online computers customers can use. They can also direct customers to local services, to help them get online and to open a bank accounts

15. Universal Credit - making work, and more work pay • Universal Credit helps to ensure people are better off in work than on benefits by: • Removing the limit to the number of hours someone can work each week. • Reducing a claimant’s Universal Credit payment gradually as their earnings increase, so they won’t lose all their benefits at once if they’re on a low income. • The Universal Credit taper means that financial support is withdrawn at a consistent and predictable rate, meaning claimants can clearly understand the advantages of work

16. Universal Credit - full service – The Story So Far 27 April 16 4TH Nov 15 23 March 16 18March 15 10June 15 May 16 19th Aug 15 THORNTON HEATH, PURLEY & GT YARMOUTH MUSSELBURGH LONDON BRIDGE SE1 5 SUTTON EXPANSION SM6 7 SM6 8 5 JOBCENTRE AREAS PER MONTH SUTTON EXPANSION SM6 9 CANTERBURY FULL SERVICE CENTRE 26 Nov 14 SUTTON SM5 2 10 June 15 CROYDON CR0 4 4th Nov 15 27 Jan 16 CROYDON EXPANSION CR0 2 HOUNSLOW Nov 14 May 15 June 15 Jan - April 16 May 16 onwards Nov 15 Transition Test the service Improve Efficiency Make Scalable

17. Universal Credit Full Service – Where Next. Timing Our future plans. From May 2016 Rollout of the full service across nation and regions will be a phased delivery approach with around 5 jobcentre areas going live each month. We will accelerate delivery to 30 jobcentre areas per month going live with the full service, then 55 per month between October and December 2017. From July 2017 This will increase to 65 per month, finishing with the final 57 jobcentres in September 2018 From 2018 From 2020 through to 2021 The managed migration of existing benefit claims will start in July 2019 and complete in March 2022.

18. Universal Credit Full Service Transition

19. ELIGIBLE CLAIMANT TYPES The service will be available for all claimant groups from the start. The service will initially be available to claimants making a new claim, or certain changes in circumstances. Housing Benefit Child Tax Credits Income based JSA Working Tax Credits Income Support Income based ESA

24. What is ‘About Universal Credit’? • 'About Universal Credit‘ is the help section of the online claim • 'About Universal Credit' was created to get the right information, to the right people, at the right time. • It is designed so people can access information about Universal Credit in one place including policy and guidance. • It is an internet-based system. • 'About Universal Credit' will be similar to most internet web pages. • It was created and will be maintained by one team within DWP called the Knowledge Management Team.

25. When will ‘About Universal Credit’ be used? • ‘About Universal Credit' can be used to provide information on all aspects of Universal Credit. • 'About Universal Credit' can be used by the claimant to help them make a claim online, and can be accessed by selecting the ‘About Universal Credit’ hyperlink at the bottom of the page. This is known as the Claimant Portal. • DWP and Local Authority staff can also use it to help them answer the claimant’s queries on the telephone or face to face. • 'About Universal Credit' contains all guidance on Universal Credit business processes. • 'About Universal Credit' can be used by everyone involved in administering or claiming Universal Credit and is available to help at all times. Link attached here

26. How ‘About Universal Credit’ is different About Universal Credit' provides all users, DWP agents and claimants with the same information. 'About Universal Credit' is like a library of all the available information. Since everything is in one place this reduces error, misunderstanding and duplication. Previously, all the different sources of information had to be accessed and updated separately. Now 'About Universal Credit' can be updated once by just updating the master. This then automatically updates the sections of 'About Universal Credit' that feed into: • the public Knowledge Base • the internet • the page and field level help on the Claimant and DWP Agent Portal This means that everyone using 'About Universal Credit' has access to the latest information.

27. About Universal Credit Claimants and Agents should use About Universal Credit to support them in answering general enquiries.

28. Using About Universal Credit

29. Universal Credit – full service https://www.youtube.com/channel/UC7Km4IXfVJB1n8SQUmkJD0Q Creating a digital UC account.

30. Universal Credit Full Service Supporting information for landlords.

31. Working with our landlords.

32. Housing Cost verification Is the tenant a social or private tenant? Private Social Claimant asked to bring in housing costs documents at ID interview Service centre agent emails housing costs verification (HCV) to landlord Reminder e-mail sent to social landlord or information requested from claimant if a private tenant. If housing costs remain unverified at end of assessment period then the housing cost element will not be paid Housing costs verified? HCV received from landlord? No No Does the information suggest that an Alternative Payment Arrangement might be appropriate? Yes Yes Documents uploaded to claim Info checked against claimant declaration, amended if required and uploaded to claim No Yes Send APA form to social or private landlord for completion. If agreed a decision maker will contact landlord to confirm in writing No action required until assessment period ends and a calculation is required

33. Universal Credit Child care costs.

34. Universal Credit will help households meet the costs of childcare they pay out so they can work. This will help ensure that all households who can work do work. The childcare policy means people with average childcare costs should be able to work full time. Parents will understand how childcare support is calculated and they will understand how to report childcare costs. Universal Credit Full Service.Child care costs.

35. Universal Credit Digital Service Child care costs. Families can claim back up to 85% of their eligible costs up to a maximum limit £646 for one child £1,108 per month for 2 or more children

36. Universal Credit Full Service.Child care costs – Eligibility.

37. Universal Credit Full Service.Child care costs – declaring payments Claimants report their childcare costs during the UC assessment period that they were paid. Childcare costs can be reported if paid for, upto three months in advance. Childcare costs paid for in advance are apportioned to the assessment period which they are due. Childcare costs can be claimed, if paid, for up to three months in arrears.

38. Introduction to Universal Credit and families • Universal Credit will support families as they find work, increase their earnings and move towards financial independence • It will do this by making work pay, even if it’s just for a few hours a week, providing the right incentives and support to meet a parent’s needs and combining in and out of work benefits • Universal Credit payments will be made monthly to a household and can include: • A child element • A disabled child addition to the child element – this helps with the extra costs of bringing up a disabled child • Achildcare costs element – this helps pay for registered childcare while someone is working • A claimant will also still be able to receive the following benefits whilst claiming Universal Credit: • Child Benefit • Child Maintenance • Free School Meals and milk (if eligible)

39. Supporting working families • Universal Credit aims to reduce the number of workless households by offering a package of support to enable parents to take up and stay in work • A Universal Credit payment can include: Child element: provides a fixed rate of support for families with children, and includes an additional rate to support parents of disabled children. Childcare costs element: Increased help towards registered childcare costs, no matter now many hours are worked

40. Universal Credit – family responsibilities at home • Responsibilities at home will be taken into account when agreeing work activities in return for Universal Credit • If the youngest child is in one of the following age brackets, then the parent or nominated carer in a couple may be expected to undertake actions in return for their Universal Credit • For a child aged: Under 1 year old not expected to do anything in return for UC, but must report a change of circumstance straight away 1 or 2 required to attend interviews to discuss plans for a future move into work 3 or 4 take active steps to prepare for work 5 to 12 look for work in line with caring responsibilities, for example during school hours 13 plus look for full-time work, depending on their circumstances

41. Help with childcare costs • If a claim is from a couple, both parties would normally need to be in work to receive help with childcare costs • The Childcare Provider must be registered with Ofsted or the Care Quality Commission i.e. providers usually found on school premises. • It is quick and easy to claim costs back, they will be added to the monthly Universal Credit payment.

42. Childcare costs element – the key differences between Universal Credit and Tax Credits Real Time Monthly reporting of actual childcare costs – no more forecasting Flexibility No minimum hours or earnings rules Support Help to find work Financial security for parents and childcare providers Help with upfront fees and deposits Verification Registered childminder or childcare provider Childcare contracts and payment evidence

43. Universal Credit Digital Service Supporting claimant needs.

44. Supporting claimants with complex needs.

45. Assisted Digital Support.

46. Who do we think may require Universal Support – delivered locally ? Claimants with mental health issues People with Financial Inclusion or severe debt issues Those under the supervision of the Troubled Families Initiative Geographically isolated people Domestic Violence victims Non EEA citizens – including refugees Multi Agency Public Protections Agreement (MAPPA) restricted claimants People with literacy/numeracy difficulties Homeless people People with addiction problems (drugs/alcohol/gambling) Entitled 16/17 year olds Prison leavers People with physical and/or sensory disabilities People with English language limitations Care leavers Claimants with learning difficulties

47. Local Delivery Partners: What are we hoping to achieve? The real purpose of the Partnerships approach is joined up “coherent claimant journey” for claimants with complex needs, from benefits dependency to independence and, where appropriate, work

48. What is happening with data sharing and landlords? A data sharing consultation, which asked for views from Social Landlords on the draft regulations, which amend the Social Security (Information-sharing in relation to Welfare Services etc.) Regulations 2012 was published on GOV.UK in September 2014. These proposals allow the Secretary of State to share relevant information with social landlords in certain situations. The information shared by DWP will enable social landlords to assess and provide support to their tenants who have made UC claims or receive UC. You can find out more about it here. https://www.gov.uk/government/consultations/universal-credit-data-sharing-with-social-landlords

49. REQUIREMENT FOR A PERSONAL BUDGETING STRATEGY IS DRIVEN BY THESE Universal Credit CHANGES We want to help people to be able to manage their own finances successfully, whether they are in or out of work Housing costs direct to tenant Single payment to household Monthly Payment Personal Budgeting Support – Why?

50. Personal Budgeting Support - Overview Claimants managing their money